31511232/0904 © Business & Legal Reports, Inc. BLR’s Human Resources Training Presentations Managing Non-English- Speaking Employees

31511232/0904 © Business & Legal Reports, Inc.

BLR’s Human Resources Training Presentations

Managing Non-English-Speaking Employees


Goals

Recognize potential language and literacy problems associated with managing non-English-speaking employees

Know how to overcome language and literacy barriers in order to manage and train these employees effectively

Realize the legal implications of English-only rules and fluency requirements

Understand and be able to bridge cultural gaps


Why This Issue Is Important

More workers with limited English proficiency

Global workforce Potential problems


Language and Literacy Barriers

Language barriers Literacy levels Consequences of

language and literacy barriers


Overcoming Language And Literacy Barriers

ESL classes Deal with literacy issues Provide written

materials in employees’ native language

Aim materials at the right reading level


Overcoming Language And Literacy Barriers (cont.)

Explain written materials Use visual aids Ask for feedback Avoid technical terms


Overcoming Language And Literacy Barriers (cont.)

Create a buddy system Develop a language

bank program Hire professional

translators, when necessary Take a language course


Benefits of Overcoming Language and Literacy Barriers

Safer workplace Increased productivity Quality improvementsEasier and more

effective communications


More Benefits of Overcoming Language and Literacy Barriers

Better teamwork Better customer relations Improved morale Reduced turnover


English-Only Rules

Limited application Requirements when

a rule is imposed


English-Only Rules: EEOC Guidelines

Title VII discrimination

EEOC warning


When English-Only Rules May Be Permissible

Essential communications

Safety Emergencies Cooperative

work assignments


Fluency Requirements

Permissible if required for effective performance

Avoid broad fluency requirements


Training: Special Steps

Speak slowly Choose simple words Use a translator,

when necessary


Training: Special Steps (cont.)

Demonstrate and use visual aids

Encourage participation Have employees

practice new skills during the session


Training: Special Steps (cont.)

Use feedback to confirm comprehension

Provide handouts in the employees’ language

Follow up on the job


Safety Training

Consequences of failure to adequately train

OSHA guidelines


Communicating Benefit Information

Health insurance 401(k) and savings plans Other benefits


Communicating Benefit Information (cont.)

Provide information in the employees’ native language

Explain the value of benefits

Describe optionsHelp employees

complete forms


Cultural Gaps: Religion

Prayers Holidays Dress


Cultural Gaps: Gender Roles

Women and deference Men and deference Respect issues


Cultural Gaps: Body Language

Eye contact Personal space Shaking hands Touching Indicating “no”


Review

Don’t assume understanding Use simple language Provide written materials in employees’

language Target appropriate reading level Use visual aids Create a buddy system


Review (cont.)

Take a language course Use a translator, when necessary Be careful with English-only rules and

fluency requirements Take language and literacy barriers into

account when training Be sure employees understand benefit options Be aware of cultural differences


Goals

Recognize potential language and literacy problems associated with managing non-English-speaking employees

Know how to overcome language and literacy barriers in order to manage and train these employees effectively

Realize the legal implications of English-only rules and fluency requirements

Understand and be able to bridge cultural gaps


Summary

Communicating effectively with non-English-speaking employees has a broad impact on your department and the overall competitive success of the organization

Take appropriate steps to overcome language and literacy barriers


Summary (cont.)

Make a special effort to be understood when training employees

Explain benefit options clearly and help employees fill out forms

Also be sensitive to the fact that employees who speak a different language may also come from a very different culture


Quiz

1. The number of non-English-speaking employees in the U.S. workforce is _________________ (increasing/decreasing).

2. In addition to not speaking English well, some employees may also have problems reading in English or even in their own language.

True or False

3. Identify three steps you can take to overcome language and literacy problems.


Quiz (cont.)

4. Employers may require employees to speak English in the workplace at all times with no exceptions. True or False

5. Identify three special steps you can take to improve comprehension when training non-English-speaking employees.


Quiz (cont.)

6. People who speak different languages may also come from cultures with very different traditions.

True or False

7. Identify three steps you can take to communicate information about benefits more effectively to non-English-speaking workers.

8. Cultural differences in gender roles usually aren’t a problem for non-English-speaking employees or their co-workers. True or False


Quiz (cont.)

9. Identify three benefits of making an effort to overcome language barriers and communicate more effectively with non-English-speaking employees.

10. Companies can choose to hire only job candidates who are fluent in English if they wish.

True or False


Quiz Answers

1. The number of non-English-speaking employees in the U.S. workforce is increasing.

2. True. These employees may have literacy problems as well.


Quiz Answers (cont.)

3. To overcome barriers, encourage non-English-speaking employees to take ESL classes, deal with literacy problems, provide written materials in employees’ native language, make sure written materials are aimed at the right reading level, explain written materials clearly, use visual aids, ask for feedback to confirm comprehension, avoid technical terms, create a buddy system, develop a language bank program using your own bilingual employees, hire professional translators, when necessary, and take a language course yourself.



4. False. You must have a good business reason such as safety or efficiency for imposing such rules, and employees should be allowed to speak their native languages at times when these reasons do not apply, such as during breaks, in the cafeteria, etc.



5. When training these employees, speak slowly, choose simple words, use a translator, when necessary, demonstrate and use visual aids, encourage participation, have employees practice new skills during the training session, use feedback to confirm comprehension, provide handouts in the employees’ native language, and follow up on the job.



6. True. You must expect cultural differences as well as language issues.

7. When communicating benefit information, provide materials in the employees’ native language, whenever possible, explain the value of benefits, describe the options thoroughly, and help employees complete forms, if necessary.

8. False. Cultural differences in gender roles can cause misunderstandings and conflicts. You must understand and be sensitive to these differences.



9. Benefits of overcoming language barriers may include a safer workplace, increased productivity, quality improvements, easier and more effective communications, better teamwork, better customer relations, improved morale, and reduced turnover.

10. False. Fluency requirements are generally permissible only if required for the effective performance of the position for which they are required.

Documents

31511232/0904 © Business & Legal Reports, Inc. BLR’s Human Resources Training Presentations Managing Non-English- Speaking Employees